
Help Scout
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Opiniones de 194

- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: Trabajador autónomo
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Simply the best customer support system
Revisado el 12/4/2020
The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
Puntos a favor
I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.
Puntos en contra
Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that.
Maybe I'd love a more advanced system to manage the custom replies.
I'd appreciate if there's a better way to manage formatting inside the editor for the KB.
- Sector: Internet
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 5.0 /10
Great for starting with customer support
Revisado el 24/6/2021
It was good, although we decided pretty quickly to move to Intercom.
Puntos a favor
It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users.
Puntos en contra
It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support.
There was no integration with our website, so this was a bummer.
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 5.0 /10
Ticketing system feels abandoned
Revisado el 7/2/2022
Day to day it works, but I think better products now exist.
Puntos a favor
It's reliable, and has most of the functions we need.
Puntos en contra
It feels like the ticketing system has now been abandoned as far as new development is concerned. There have been some minor improvements listed for their beacon /messaging widget but little of consequence. As far as I can only the email address passed to their widget is hashed, custom variables are not so bad actors can pass fake or malicious data to support agents. No UK or EU servers.
- Sector: Gestión de organizaciones sin ánimo de lucro
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 1-5 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Help Scout helps out
Revisado el 25/11/2020
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer support component to it to use their software and platform to start.
Puntos a favor
When I used to work at ActBlue as a support associate, I really liked Help Scout's ticketing system. It was straightforward and less confusing than Intercom. Escalating and de-escalating issues was pretty easy. Help Scout is a huge help for customer service, people oriented folks like me.
Puntos en contra
This is just a theory but I feel like Help Scout works better with certain email addresses than others. For people who have older emails such as hotmail, aol, or yahoo - their messages don't come across so clearly, which makes helping our customers and clients a real challenge.

- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante 6-12 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
The review
Revisado el 22/8/2019
Really nice product for email support teams, but it doesn't do the work for others. I like the goal Help Scout has, but they need to fit to the market before they are dropping out.
Puntos a favor
It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.
Puntos en contra
It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers.
Alternativas consideradas
FreshdeskRazones para elegir Help Scout
Zendesk was awful for email conversationsSoftware anterior
Zendesk Suite
- Sector: Formación profesional y coaching
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Excellent customer service software
Revisado el 14/4/2019
I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases! Highly recommended.
Puntos a favor
Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already.
Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not.
Automated workflows based on custom parameters are incredibly useful, too!
Puntos en contra
Could have a more robust Zapier integration.
- Sector: Marketing y publicidad
- Tamaño de la empresa: 11-50 empleados
- Software usado Semanalmente durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Great Central Inbox For An Agency
Revisado el 31/5/2022
Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile app, and is very user-friendly. Overall, I would definitely recommend this simple yet capable platform to anyone looking for the functions that it offers.
Puntos a favor
This software is very easy to use and houses all customer emails for our agency. It's organized, has solid workflows, and is a great tool to keep all of our customer information in one centralized location. The integration we have set up with Slack is perfect!
Puntos en contra
There are quite a few features with Help Scout that we have not yet explored, so there are not many dislikes about this software with the email management portion that we do use. It's a great inexpensive product that will be great for scalability as our agency continues to grow with number of clients and users responsible for handling chat functionality and email responses.

- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
The best help desk experience I've ever had
Revisado el 28/1/2018
Puntos a favor
The customer support is phenomenal! The Help Scout team is personal, friendly, and fun- a pleasure to interact with any time I get the chance. But because the software is so seamless on its own, a rarely have to reach out for support. I most appreciate the reporting features that show conversation rates and customer happiness.
Puntos en contra
I would like to be able to export a list of customers I have spoke with over a set time period, so I would be able to automate outreach and followup. As of now, there is no established way to export lists or data.

- Software usado A diario durante 6-12 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
Keeps our customer support organized and on task
Revisado el 11/6/2018
Puntos a favor
A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours.
There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful).
Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool.
Puntos en contra
IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time.

- Sector: Software informático
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Help Scout - The solution we were looking for!
Revisado el 3/12/2018
Help Scout is easy to use, appealing, and very effective. There is always a feature to accommodate our needs.
Puntos a favor
Help Scout is so user friendly! In the past, we tried several ticketing systems but they didn't seem to fit in with our flow and organization. We heard about Help Scout, tried it, and simply fell in love! Help Scout is so easy to use and work together as a team.
Puntos en contra
The one thing I would really like to see in Help Scout is a Round Robin auto-assignment feature. You can do quite a bit with workflows but I wish there was a simple way to Round Robin auto-assign our incoming tickets.
- Sector: Internet
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Very nice online customer support service
Revisado el 27/1/2019
I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them. When I started to use help scout, I was quite impressed with it. It's very simple, yet it gives the support engineer all the things you need (add comments, canned replies, re-assigning, automatic actions, etc). Also it's very affordable and easy to start using. In fact, when one of my friends asked me for a simple support system, I did recommend him Help Scout. It definitely is better to pay them a small buck, rather than spending your time and effort on purchasing some big system, installing it on your own servers and customising it.
There are some minor things that I'd be happy if help scout improve upon, but otherwise I'm very happy with them.
Puntos a favor
* You can setup online ticket support system for your clients very easy and cheaply
* Your support engineers will have everything they need to support your clients effectively
* No bloated unnecessary features, only those that you need
Puntos en contra
* Online mobile version leaves much to be desired
* No way to merge several tickets at once
* You can't make a note/reply and keep the ticket open, you have to re-open it.
- Sector: Software informático
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Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
An excellent, lightweight, streamlined, modern helpdesk solution
Revisado el 4/2/2015
Puntos a favor
First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it.
Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead.
For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it.
Puntos en contra
The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original.
That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional.
- Sector: Educación superior
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Probabilidad de recomendación 8.0 /10
Great for small teams!
Revisado el 28/7/2020
When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.
Puntos a favor
-Extremely easy to set up, add employees to, and use on a daily basis without hassle.
-Love the option to assign communications and update the status of them.
-Simple, straightforward design.
-Did I mention is was easy? Almost no training required.
Puntos en contra
-It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.
- Sector: Gestión de organizaciones sin ánimo de lucro
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante 6-12 meses
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Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 7.0 /10
Potentially good system for handling customer service
Revisado el 9/1/2020
Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out. All in all a good product.
Puntos a favor
Help Scout allows customers to send requests to a centralized email address, rather than to an individual, helping ensure that someone on the customer service end will be able to reply promptly. On my team, I handle most customer service requests. However, if I happen to be out sick, on vacation, or in any way unavailable, I can rest assured that another qualified person on my team has access to--and is monitoring--Help Scout to ensure nothing slips through the cracks. Otherwise, a request might sit unanswered in my personal email inbox until I return. I also like that it's easy to store--and pull up-- information about the customer to see their history of past inquiries.
Puntos en contra
Automatic workflows are somewhat complicated to set up. I've found them unnecessary for the most part, but I'm sure they could be more useful for higher customer volumes.
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Like all the other Help Desks, but faster, more focused, and cleaner
Revisado el 26/4/2018
Easy Help Desk software, fully functional with even more bells and whistles, amazing design, and affordable to boot!
Puntos a favor
Having used Zendesk for years, I was looking for a alternative option without breaking the bank. Help Scout has all the features i needed for my team, and more.
Help Scout looks/feels great. Everything is right where it needs to be. I can quickly show a new employee how to use it in minutes. Zendesk looks like a dinosaur in comparison, and had to train them for a few days before my employees got comfortable.
Puntos en contra
Not much to dislike. They have a lot of integrations built right in, and zapier fills in the blanks. The only thing I wish I had was the custom fields, which is in the PLUS feature, and I'd have to pay a bit more money for it. But can't complain about that.
- Sector: Consultoría de gestión
- Tamaño de la empresa: Trabajador autónomo
- Software usado A diario durante 1-5 meses
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Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 10.0 /10
I currently use Help Scout with a client and it is a great tool for staying connected and...
Revisado el 5/6/2018
Puntos a favor
1. The number 1 thing I love is that emails are "closed" once they are responded to. When I'm in my own email, I have a tendency to never delete messages. Then I think I need to sort into folders and so on, but that's a waste of time and messy. Help Scout automatically closes them when you've responded to it. But you can still search for it and find it. It's perfect! I get Zero in-box with Help Scout!
2. I also like that you can tag people (reassign) so my client can assign emails to me that she wants me to handle.
3. You can tag the emails, so once a week, she can go in and find a certain type of message to work on those all together.
4. You can write a common response and then save it to be reused.
5. You can write notes within message and tag the team member who you want to see the note, but the original sender of the message doesn't see the note.
Puntos en contra
I found it confusing at first because I didn't know where the closed messages were going, and I was nervous about closing messages, that they would disappear. But it just took some learning. My client who added me to her account was able to show me how it works. I'm not sure what the Help Scout training is like.
- Sector: Comercio minorista
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Awesome Bonus--Help Scout's Email Newsletter!
Revisado el 19/4/2017
Help Scout is easy to use, has some great metrics, makes organization a breeze, and allows companies to standardize email responses. But in all honesty, my favorite thing about Help Scout is the weekly newsletter they send out via email. It may be more or less often than weekly, I'm not entirely sure; however, I just love it! I almost always read the entire thing. It focuses on one topic, it's always helpful, and it's often strangely timely so far as what's going on in my professional and/or personal life. I've found it really useful. Indeed, two Christmases ago, my list included multiple items I learned about one of Help Scout's newsletters!
Puntos a favor
The email newsletter.
Puntos en contra
How sometimes emails end up being responded to by multiple agents because they aren't automatically closed out.
- Sector: Formación profesional y coaching
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante 6-12 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
My everyday support system
Revisado el 30/9/2020
Overall Ive been very happy with my experience.
Puntos a favor
I absolutely love the templates, and tagging features. Also the knowledge base was super easy to set up.
Puntos en contra
I would love to be able to create templates for subject lines!
Alternativas consideradas
IntercomRazones para cambiar a Help Scout
Price- Sector: Software informático
- Tamaño de la empresa: Trabajador autónomo
- Software usado A diario durante Prueba gratis
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Help Scout review
Revisado el 21/12/2020
Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions gathered and managed in a single place. Very responsive and easy to use Web app console which I am making use of on a daily basis.
Puntos a favor
I was impressed by the overall features and functionality of this product. In the basic pricing plan it allows you to create up to three support mailboxes and thus supporting three organizations with a single account. Each mailbox can be configured with an associated beacon, i.e. chat and customer support monitoring with customizable behavior depending on what end user experience you wish to offer to your customer support. Last but not least Help Scout features documentation pages which act as a knowledge base for supporting your users and thus eliminating support calls.
Puntos en contra
I would like to see more granular configurations made available in the aesthetic side of a knowledge base. I would also like to see the basic plan to support up to three knowledge bases out of the box without an extra charge beyond the first one.
- Sector: Internet
- Tamaño de la empresa: 2-10 empleados
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
Makes life SO much easier
Revisado el 7/9/2015
HelpScout has become an essential, can't-do-without part of my workday with how savvy and helpful it is in organizing contact with our customers and giving us a handy module for FAQs to boot.
Puntos a favor
- Keeping un-answered emails bolded even after you've read it once,
- "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer
- Intuitive inbox and Doc-editing interfaces
- Ability to tag email addresses and assign conversations to a particular team member
- "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate
- Quick customer service response times, to fix problems in a pinch
- about 20 other things :-)
Puntos en contra
Pretty minor, really:
- Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day)
- I honestly can't think of any others (seriously, it's that good)
- Sector: Software informático
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de un año
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Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Help Scout for Customer Support
Revisado el 15/4/2019
Overall we have had a good experience but I do think we have outgrown Help Scout as our company grows and other departments need visibility into Support data.
Puntos a favor
Extremely intuitive and easy to use. Learning to use Help Scout takes very little time at all. I enjoy the overall UI and simplicity.
Puntos en contra
Reporting. As my company grows we have found that the reporting isn't as robust as we would like. It is pretty difficult to gain insight on particular customers who are reaching out and volume per account.
- Sector: Software informático
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 10.0 /10
Help desk software works seamlessly with email for customer convenience
Revisado el 22/4/2018
Puntos a favor
It's very easy to keep up with support and help co-workers with tickets. It's easy to update the status and make sure nothing is falling through the cracks. The integrated docs is great for looking up error codes or messages.
Puntos en contra
If customers respond to an email and reply with comments 'inline' with the original response, their comments get stripped out. And when customers paste images inline with their text it's hard to follow which attachments are associated with each comment.

- Software usado A diario durante Más de dos años
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
It makes customer service that much easier
Revisado el 1/8/2018
ease of use, improved customer support, great feedback from cusomters
Puntos a favor
ease of use, works on mobile, customer support. Overall it helps me stay on top of all our customer requests.
Puntos en contra
None! There is not a lot to say here. My only gripe was before there was no mobile app but now there is and its brilliant
- Sector: Propiedad inmobiliaria
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante 1-5 meses
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Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Just started using this product!
Revisado el 15/2/2022
So far so good. Did the 14 day free trial in which reps of the company were very on top of things and often checked in to see how it was going. We even set up a 1x1 meeting before deciding to go all in and got our questions answered quickly. We wrote down our pros and cons and had more pros than cons as to what we needed it for and jumped all in!
Puntos a favor
Very easy to use - was what we need in customer service inquiry software
Puntos en contra
Nothing yet but haven't used it for a long time
Alternativas consideradas
Gmail
- Sector: Software informático
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
IntegrationKings review of HelpScout
Revisado el 3/4/2021
Puntos a favor
We love that it brings all the communication into one central place to help answer clients back.
Puntos en contra
We do not like how forwarding of emails work and they always drop the attachments.